Customer Success Associate

Customer Success Associate

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Customer Success Associate

View below the job description in addition to the application form.

Job Description:

We are looking for a highly motivated and experienced Customer Success Associate with a passion for technology and an interest in the XR industry.

As part of the Sales & Marketing organization within Engage, this role is extremely critical as it takes the handoff of a client from a finalized sales contract to ensuring that customer is effectively on-boarded. As a hire on this team in high growth phase, this person has the unique opportunity to also support business development efforts. As such, the role is equal parts Sales, Client Management, and Operations, and it works closely with every area within the company while gaining a deep understanding of all areas of the business.

The Customer Service Associate will work with our global team of BDR’s, Sales Engineers and Sales Reps to provide a seamless positive customer experience throughout the entire sales cycle.

In this role, you will be responsible for building relationships within our existing global customer-base, developing a deep knowledge of their accounts, their industry/sector, as well as their business, and for guiding those customers through an extraordinary renewal process. You’ll advocate for the customer internally and focus on a positive customer experience. Our Customer Success Associates focus on the long-term strategic relationship. Through regular conversations, we build lasting and trusted partnerships to ensure our clients are maximizing the value they are receiving.   We believe in doing whatever it takes to make our customers successful!

We aim to proactively drive adoption across our existing customer base through on-boarding, up-selling and cross selling. Interactions are rooted in the relationship, but we always have to be listening for opportunities and have a growth mindset.

We are looking for a person with a hunger for a new challenge and a customer focused mindset.

What you will be doing:

  • Recognize growth opportunities within client accounts, identify and qualify key decision makers and set up demonstrations for the Sales Exec
  • Proactively build relationships with customers to achieve loyalty
  • Work with a strong sense of urgency to meet and exceed daily/monthly KPI’s and document all sales activity in CRM
  • Act as an advisor to customers to ensure they’re leveraging the solution effectively
  • Grow Client usage – Monitor and identify usage trends to uncover renewal risks and support greater adoption rates
  • Effectively manage the renewal of service agreements
  • Partner with the sales team to ensure a smooth transition and on-boarding experience
  • Handle customer inquiries related to quotes, pricing, co-terming, up-selling, cancellations, and reinstatement of service agreements.
  • Manage new customer onboarding process – Conduct intro calls, product training and demos to new users when needed
  • Relentlessly learn about the Engage platform, our clients, and their business needs
  • Display a positive and empathetic attitude towards our client
  • Utilize listening and probing skills to identify and assess the client’s needs and offer ways in which the platform can address these needs

What you’ll bring:

  • You are a based in the US and fluent in English
  • You have a college degree, preferably in Business or Marketing.
  • A strong commitment to customer service and success. Some sales experience is preferred.
  • 3+ years in customer facing services – managing internal and external relationships and desire to grow a career in Customer Success
  • Customer-minded, always trying to provide the most value possible, passionate about building long term and lasting relationships
  • A strong communicator with excellent attention to detail
  • You are motivated by working in a high growth, start-up environment
  • You have an entrepreneurial mindset as Engage is growing quickly and the current team is spread across the Globe, meaning each employee will be given significant responsibility and autonomy.
  • You are a driven individual with a can-do mentality, ready to achieve great results!
  • You remain positive and passionate despite obstacles
  • You are Goal-oriented, yet a TEAM player.

Who we are:

Engage XR is one of the world’s leading virtual reality development studios and is headquartered in Waterford, Ireland.  ENGAGE is a metaverse designed for business professionals, corporations, young professionals, and college students seeking to provide professional services, sales and professional events in an immersive environment.

What we are Offering:

  • We offer a competitive salary and benefits, but most importantly, a chance to work for a young, scale up company with an amazing team, and a cutting-edge product that showcases the value of VR
  • We offer a fun, friendly, and comfortable remote working environment
  • We believe a good work-life balance is essential.
  • We are in this business for the long haul. We give our team time to think and to do things right.

We are transforming the way people Engage and need passionate, committed, and determined individuals to help us carry out our mission. Our environment is dynamic, and our culture is constantly evolving and expanding in order to provide the best employee experience.

This is an opportunity to build your career with our highly collaborative and engaging team as part of a fast-growing & creative company. The digital world is changing, let’s shape it together!

If you are interested in finding out more, please apply for this job by emailing your resume to: [email protected]

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